Description
POSITION TITLE: Chief Operating Officer
DEPARTMENT: Administration
FLSA: Exempt
Summary of Position:
The Chief Operating Officer (COO) is a key strategic leader responsible for the integrity, quality, and sustainability of New England Village’s entire service delivery system. Reporting to the CEO, the COO provides mission-driven leadership and organization-wide oversight to ensure operational excellence, compliance, and strategic alignment across all service lines, including Residential Services, Day Services (Community-Based Day Supports, Employment, and Day Habilitation), Enrichment and Community Services, and integrated clinical supports such as Nursing and Behavioral Services, along with organizational support functions. The COO also leads initiatives in program improvement and quality assurance, fostering a culture of accountability, innovation, and continuous improvement.
The COO holds accountability for organizational performance and risk management, ensuring alignment with NEV’s mission, values, and long-term strategic objectives. Through data-informed decision-making, leadership development, and cross-functional integration, this position ensures NEV remains a high-performing, mission-focused organization prepared for sustainable growth.
Key Responsibilities:
Strategic Leadership & Planning
Collaborate with the CEO and Executive leadership to develop and execute NEV’s strategic plan.
Translate mission and strategic objectives into actionable operational plans.
Identify opportunities for program expansion, partnerships, and service innovation.
Lead cross-functional initiatives that enhance service integration and organizational impact.
Participate in long-range planning and strategic business development.
Operational Efficiency & Process Improvement
Provide oversight of Clinical and Behavioral Services to ensure compliance and quality standards are met.
Provide system-wide oversight of all service lines to ensure quality, compliance, and sustainability.
Ensure adherence to all federal, state, and local regulations (e.g., DDS, DPH, CARF).
Lead a robust Continuous Quality Improvement (CQI) framework across all service lines, including incident and risk management, regulatory compliance systems, and contractual obligations.
Utilize data governance and performance analytics to drive informed decisions and foster accountability.
Coordinate annual policy and procedure reviews across departments.
Identify and evaluate opportunities for program expansion, partnerships, and service innovation.
Skills and Abilities:
Executive-level leadership, team building, and mentoring; proven ability to lead cross-functional operations and deliver measurable results.
Advanced contract management and negotiation skills with state agencies; ability to translate contract terms into sustainable budgets, staffing patterns, and documentation.
Strong financial acumen: budget development/management, cost control, and revenue optimization linked to contract requirements.
Quality, risk & compliance expertise: CQI, incident/risk processes, data governance, and performance analytics.
Proficiency with Microsoft 365 and relevant electronic platforms; ability to drive technology adoption for operational efficiency.
Proficiency with the implementation of Electronic Health Records (EHS)
Exceptional communication and stakeholder engagement skills.
Excellent strategic thinking and analytical skills.
Commitment to ethical leadership and continuous improvement.
Requirements
Experience:
Minimum of 10 years of progressive executive leadership experience in nonprofit or human services management, with demonstrated success in strategic planning, operational oversight, compliance, and financial performance. Candidates with at least 5 years of executive-level experience are strongly preferred.
Proven experience interfacing with DDS including Area Office contracting, amendments, negotiation of additional supports, and alignment to regulated rate structures/activity codes.
MassHealth operations/compliance experience (e.g., Day Habilitation or related services), payer/government partner engagement, audits, and reporting.
CARF accreditation leadership (survey readiness, standards implementation, and corrective action management).
Experience overseeing clinical supports (Clinical, behavioral health) within human services or healthcare settings.
Proven ability to lead cross-functional teams and integrate operational and clinical systems.
Proven success in strategic planning, operational oversight, and regulatory compliance.
Experience with services for individuals with intellectual and developmental disabilities strongly preferred.
